Job Information
REA Group Customer Support Lead in Sydney, Australia
Customer Support Lead
Work from home up to 3 days a week!
Permanent, full time role based in Melbourne or Sydney.
We have long-term partnerships with charities working to address homelessness.
We're REA
REA Group (https://www.rea-group.com/about-us/about-rea-group/) is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
The Customer Solutions & Operations team reports through to a broader function called the Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning.
Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions.
What the role is all about
Leading and coaching the team to deliver customer service excellence that drives brand advocacy and loyalty; working across the business to remove roadblocks
Connecting the team to purpose and strategy, ensuring they understand the meaning and contribution of their role
Empowering the team to own it with performance data, feedback and quality conversations to support their development and progression
Understanding the metrics that matter and optimising how they are used to improve team productivity, efficiency and quality
Leading continuous performance improvement, of both people and processes, with the ultimate goal of driving customer value
Actively manage operations and optimise the workforce to meet customer expectations for timeliness and quality of service
Effectively managing operational risk in your area of responsibility, ensuring risks are proactively identified and effectively controlled.
Who we’re looking for
Extensive experience in a customer service and/or operational environment that is fast-paced and change intensive
A leader who can capture the hearts and minds of their team, help them understand our business purpose and strategy, and inspire them to perform and grow
Proven success with creative problem solving to deliver a better customer and employee experience
Experience working as a team to continuously and sustainably improve processes and drive customer value
Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets
Knowledge of forecasting and capacity planning in an operational environment
Experience working with internal stakeholders to reduce customer and employee pain points
The REA experience
The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
We offer:
A hybrid and flexible approach to working - https://rea.to/hybrid-working
Flexible parental leave offering for primary and secondary carers
Programs to support mental, emotional, financial and physical health & wellbeing
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
Hack Days so you can bring your big ideas to life
Performance recognition programs because hard work should never go unnoticed
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
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